Genesys Recognised as Leader in Customer Service

  • Dynamic Contact Centre vision nets key awards and validation

Wokingham, February 26, 2008 - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU) today announced various industry awards and global recognition for its Dynamic Contact Centre vision, reflecting the growing importance of customer service as a top priority for businesses.
In 2007 Genesys continued to extend the strategic value from customer service through its vision for Dynamic Contact Centres - a next-generation software suite that:

  • delivers rich customer experiences
  • virtualises customer service across the entire enterprise
  • enables business process integration
  • provides proactive business management

Genesys received numerous industry awards from key analysts and publications. On February 20, 2008, Frost & Sullivan announced Genesys as the Company of the Year in Customer Service for North America, having previously selected Genesys as Contact Centre Applications Vendor of the Year in Asia Pacific.

Genesys was also recognised in 2007 by Gartner in the leaders quadrant in three separate Magic Quadrants reports for contact centre infrastructure, including: "Magic Quadrant for Contact Center Infrastructure, EMEA, 2007" ; "Magic Quadrant for Contact Center Infrastructure, Asia/Pacific, 2007" ; and "Magic Quadrant for Contact Center Infrastructure, North America, 2007." *

The Genesys Dynamic Contact Centre was also recognised across a wide range of industries. Gartner selected Stream Energy, a Genesys customer that created a Dynamic Contact Centre, as having the Best Articulated Value Proposition among Energy and Utilities Companies at a solutions conference. In addition, Datamonitor highlighted Genesys customer FinecoBank, Italy's top online bank, for its Best Practices series in Online Banking. And finally, Genesys' Emergency Preparedness solution was selected as one of Customer Interaction Solutions' (CIS) 2007 products of the year.

In addition to the Genesys awards, a broad consensus emerged that customer service will continue to be a top priority in 2008. At a global industry analyst meeting this January, a Genesys poll of 25 of the world's leading technology experts indicated that two of the top priorities for enterprises this year are investing in next-generation customer service software and leveraging communication-enabled business processes.

*The Gartner Magic Quadrants are copyrighted 2007 and 2008 by Gartner, Inc., and are reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent on software to manage customer interactions over the phone, Web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact centre to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation. For more information, go to or visit the industry blog at

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprise and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organisations in the telecommunications industry. Alcatel-Lucent achieved revenues of Euro 17.8 billion in 2007 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet:

Media Contact:
Duncan Burford, PR for Genesys, 01780 721 433,



Issuers of news releases, not Targetwire, are solely responsible for the accuracy of the content.